CMS Report Field

[kerrybo]

Need to find a way to report any acd calls answered where talk time was less than 10secs. Is there a short calls calculation or database item I can use for a daily split report?

 

[AvayaHelp]

I don't know if the version matters but if you configure the Call Centre Allocation > Split Skill Profile Set up, you then run reports based on these criterias, 10 seconds, 20 seconds, 30 seconds and so on.

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Does anyone have a quarter, I need to make a phone call?

 

[kerrybo]

We do have the split skill profile set up, but if I count the acd calls for period 1 - 0 to 10 seconds, it counts all calls answered within this period - not just 10 second or below calls.

 

[Definity]

Can you paste the Skill call profile setup as it is setup in CMS. If the profile is not setup, everything would be reported in 'interval1'..

 

[langl3y]

There is a field called Phatom abandoned call timer. You need to set this on cmsadm for the ACD. You can then run reports or write them, on the CMS database field PHANTOMABNS. Phantom Abanadon calls are calls with an ACD talk Time of less than the defined figure you program in the ACD setup.

 

[tsturg]

Hi Kerrybo. You can activate Exceptions for this. You won't be able to get any data before the date that you activated it. You need to go to the exceptions field and set it up under the agent exceptions. Try this and see if it gives you the data that you are after.

 

[hanshu]

kerrybo,
this is manageable with the ECH (External Call History).
A way to move all call records from the CMS to an external database.

Good Luck
Hanshu